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Clarity SM vs Hornbill Systems Supportworks comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
641
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Clarity SM
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
Help Desk Software (19th), IT Service Management (ITSM) (20th)
Hornbill Systems Supportworks
Average Rating
7.0
Reviews Sentiment
6.8
Number of Reviews
2
Ranking in other categories
Help Desk Software (34th), IT Service Management (ITSM) (31st)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
Türker Kara - PeerSpot reviewer
Application & Software Architect at Turkiye Finans Participation Bank
Quite good back-end architecture for end users but the API is very, very bad
Our company uses the solution for system, program, service request, change, and knowledge-based management.  We perform CMD authorizations and use a lot of integrations for our in-house or third-party applications. We also use Salesforce automations and Microsoft orchestrations.  We have about…
it_user1262703 - PeerSpot reviewer
Service Desk Team Leader at a healthcare company with 5,001-10,000 employees
Excels in call logging and call flows but is limited in terms of scalability
I'd advise others to map their processes out before starting with the solution. Hornbill has recently generated a new version of its product and it meets some of the requirements that we would have been looking for. It's a bit more scalable, a bit more responsive to a customer-focused model for support, and they've improved a lot of things like process flow and self-service. In terms of rating the solution, it's difficult to grade. It really depends on the size of the organization that's trying to use it as that tool. One of the reasons why we're looking to shift is because we've grown quite a bit over the years that we've had it, which makes it difficult for it to meet our demands. However, for an organization the size of what we were when we started our journey with it, I'd rate it ten out of ten. Where we are now, with our company size and needs, I'd rate it six out of ten.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"IQ Bot has been one of the top-notch solutions that I have seen in the OCR field, which covers a lot of the areas where we can transition unstructured data into structured data."
"For the cash and bank reconciliation, we brought down amount of days it takes to do the reconciling and announcing the results; previously, it took 10 to 15 days, now it takes two days."
"The product has everything that I want; I don't have to look for another tool to integrate with it."
"In the past ten months, I have saved the work of two people and people are happy with the results."
"By automating those processes we achieved high ROI, great customer satisfaction, better STP, reduced manual work, reduced processing time, high accuracy, and 24/7 working capacity with the AA bots."
"We've delivered tremendous value in a really short amount of time and gotten a lot of support from our organization."
"In the age of agentic AI, it's allowing us to imagine what comes next."
"Ease of use is one thing that definitely first comes to mind when I think of Automation Anywhere. The tools are built in a fairly straightforward way. The documentation is really good and a Knowledge Base is available on every topic."
"Customer service is excellent."
"Hands down, the premier feature of the CA platform is the integrated nature of that platform."
"It's a very flexible platform; you can customize your own things and your own processes, easily extend the natural processes, and customize what you need without it being affected by upgrades."
"It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process."
"One of it's kind."
"the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind."
"We have integrated Service Desk Manager fully from servicing the customer, right down to the network configuration, and that provides many customer benefits and enhances our customer experience as well."
"For me, personally, the ease of interface is the most valuable feature."
"It is quite user friendly to use and has a lot of very useful features that makes the analyst/technician's life easier."
"We've definitely seen an ROI; we've had the system in place for eight years, and it's provided a solid platform for us to deliver our services during that period."
"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
 

Cons

"We experienced continuous bot disconnections in our environment."
"It would be really good if they could give more priority to tickets which are raised by partners. Right now, Automation Anywhere customers and employees have higher priority."
"Cost is the biggest area in need of improvement for Automation Anywhere. Annually it's $250,000."
"Since Automation Anywhere's Japan office was only recently opened, it seems the support has not been as good as support for other package applications."
"They have incorporated many latest technologies, such as AI, and there is always scope to improve the processes and have more stability."
"One way Automation Anywhere can be improved is in ticketing."
"The availability of material in terms of more technical documentation could be improved, particularly in-depth information about how things can be done."
"I would like more integration into the entire Microsoft Suite of products, not just Excel."
"It needs better report-generation features and allow for different types of data."
"Honestly, I would like to see them really change the UI for the user experience for the Service Management piece, or the Service Desk Manager piece, to match the unified self-service, so it looks more modern and more sleek."
"The one element that we've wanted to see improved and we've really worked with them on is the user interface is what I like to call a little conky and so we are consistently working with them and the product marketing people to make it better."
"The upgrading process needs to be improved. They need more testing with more customers before the release."
"Clarity is also quite an expensive solution and it would be helpful if the cost was reduced."
"Ease of support and upgrades need much improvement."
"The main problem is the one-point failure, where if one part of the application fails, the application as a whole fails."
"The setup was complex. Out-of-the-box was definitely a difficult configuration because a lot of manual configuration needs to be done."
"Customer Service: I'd rate it as a 5/10 or 6/10."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
 

Pricing and Cost Advice

"If we count the integrations that we have done with Appian, which is where a lot of our savings is from, we are well over a million dollars in savings. This is from only doing development for about a year and a half."
"The solution's pricing is pretty decent."
"I am not involved in the pricing, but based on what I hear from our central RPA team, it is not very expensive; it is also not cheap. Its price is in the midrange."
"The pricing and licensing are definitely moderate to costly but easily recoverable by achieving ROI quickly."
"This solution costs approximately $3,500 USD per license."
"The enterprise version is expensive for small businesses and individual users."
"I would like them to have better license management."
"It's the best RPA tool, but the pricing could be improved."
"Pricing is simple, as it’s per concurrent analysts."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"I think pricing of this model is suitable for growing corporations."
"The solution is quite reasonable compared to other solutions in the market."
"There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."
"I don't see anyone other than large companies being able to afford this system."
"Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."
"The pricing is based on a subscription model."
"Our organization pays about $40,000 annually. There are ongoing consultancy costs and if we want to change anything, we're charged a day rate. Other than that, there are no other extra costs involved in working with the solution."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Financial Services Firm
25%
Construction Company
13%
Outsourcing Company
9%
Manufacturing Company
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise15
Large Enterprise66
No data available
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
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Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
Supportworks
 

Interactive Demo

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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
Aylesbury Vale District Council
Find out what your peers are saying about Clarity SM vs. Hornbill Systems Supportworks and other solutions. Updated: June 2026.
900,838 professionals have used our research since 2012.